Job Responsibilities
- Address technical support inquiries from clients and explain solutions to resolve issues
- Identify and troubleshoot system and network problems
- Communicate with clients through phone, email, or chat, offering clear written and verbal instructions
- Deliver excellent customer support to enhance customer satisfaction
- Diagnose and resolve network issues to prevent downtime
- Monitor cases and manage critical customer accounts
- Adhere to standard operating procedures to ensure data security
- Provide timely and relevant updates to customers on ongoing cases
- Collaborate with various teams to solve problems
- Keep precise records of customer interactions and application statuses
- Prioritize and manage workflow effectively
- Diagnose , troubleshoot and resolve issues based on customer feedback
- Keep detailed records of customer interactions and application status
- Comply with company policies and legal requirements to securely handle sensitive information
- Open to working night shifts and rotational shifts
- MBO 4 ICT training is required , with a preference for HBO or a Bachelor's degree in Information Technology or a related field
- At least 5 years of relevant industry experience
- Possessing relevant IT certifications is advantageous
- Excellent interpersonal , written & verbal communication skills in English and Dutch
- At least 1 year of experience in the telecommunications domain, including mobile networks, ISP providers, broadband, and fixed line, in roles such as technical support , customer support , customer service , voice , or non-voice back office
- Technical knowledge in networking is an added advantage
- Should be comfortable to work during NL holidays and after office hours
- Candidate should be Dutch Native.